DEVELOPING A CLIENT-ORIENTED MODEL FOR THE MANAGERIAL ASSESSMENT OF ADMINISTRATIVE SERVICE QUALITY IN LOCAL SELF-GOVERNMENT BODIES

The article examines the issue of developing a client-oriented model for administrative services provided by local self-government bodies amidst the transformation of state-citizen interactions. The study aims to provide a theoretical rationale for and develop a client-oriented model of administrative services in which information regarding the recipient's experience is transformed into diagnostic data and utilized to formulate management decisions aimed at service improvement. The research is particularly relevant given that current administrative service assessment systems measure recipient satisfaction levels but fail to systematically translate the resulting data into decisions for process improvement. This issue is of particular importance for Ukraine under martial law, as heightened demands for predictability in interactions with public authorities underscore the necessity of taking the service recipient's experience into account. The methodological framework of the study comprises analysis and synthesis; systems, process, and structural-functional approaches; sociological methods; psychometric assessment using R. Likert’s five-point scale; multi-criteria assessment; and modeling techniques. These methods were applied using open data regarding the quality of administrative services. The study substantiates the need to distinguish between three informational dimensions of administrative service assessment: the actual functioning of the service delivery process, the subjective client experience, and the psychological perception of the interaction with the local self-government body. A client-oriented model for administrative service delivery has been developed, integrating four interconnected loops: recipient experience, assessment, management diagnostics, and management action. The practical value of the obtained results lies in the possibility for local self-government bodies to use the proposed model to improve administrative services without creating a parallel information infrastructure.The model can be integrated into existing systems for collecting feedback, assessing quality, and digital monitoring, supplementing them with psychological and diagnostic parameters. In the long term, the proposed approach could serve as a basis for developing management decision-support systems in local self-government.